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Blog

Top 5 Banking Customer Experience Trends in 2022

by Mkgt team | February 01, 2022

 If 2020 and 2021 taught us something key is that banks need to keep working to meet the ever-increasing expectations of their customers.  Let's analyze the top 5 banking customer experience trends for 2022.

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Topics: customer experience, next generation customer interaction, innovation, new trends, cxtrends, ocx, banking customer experience, banking trends

Top 5 Customer Experience Trends for 2022

by Mkgt team | January 10, 2022

2022 will be the year of further digitalization as customers are now used to online or phygital experiences! They have no interest in going back to how it used to be and Customer Experience still will be the differentiating factor when it comes to satisfaction,  loyalty and sales. So let's analyze the 5 trends for 2022!

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Topics: customer experience, multichannel customer engagement, customer service trends, next generation customer interaction, innovation, new trends, customer experience improvement

Voice of the customer: discover what they think of you with AI

by Mkgt team | April 26, 2021

The ultimate goal of any business has always been creating a long-lasting relationship with their customers and not to lose them for a competitor. But in order to do so, every brand has to analyse and coordinate all the information, about them and from them, that technologies can gather! 

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Topics: customer engagement, online customer service, customer service trends, social media, chatbot, customer journey, social media customer service, omnichannel customer journey

Go Beyond Chatbots: AI at the service of your Customer Service

by Mkgt team | April 01, 2021

Talking to the customer service of a brand should feel like talking to a friend. Too often brands do not feel like human entities capable of building two-way communication. Communicating with them feels like being lectured by someone. Companies are made of people and customers who want to communicate with them in a human way.

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Topics: customer engagement, online customer service, customer service trends, social media, chatbot, customer journey, social media customer service, omnichannel customer journey

The Data-driven Approach to a Better Customer Experience

by Mkgt team | March 05, 2021

Consumers’ behaviours are changing, what they envision is every channel connected, forecast made, recommendations shared and customer service contacted whenever they want. 

They not only interact more frequently, than ever before, with brands but also have a single interaction on multiple touchpoints.

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Topics: customer experience, customer engagement, chatbot, knowledge base, data driven, customer journey, omnichannel, AI

Visual Appraisal – The digital solution for the insurance sector

by Mktg team | February 01, 2021

Because of the pandemic that we have been living for the past year our lives have changed and been put on hold at the same time. So many aspects of our daily activities have been turned upside down because of the reduced possibilities of interacting face-to-face and of travelling to numerous physical locations.

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Topics: insurance, video perizia, digital services, visual appraisal, visual claim, insurance digital services

SUCCESSFUL CUSTOMER EXPERIENCE? FOCUS ON RETURNING CUSTOMERS

by Mkgt team | December 21, 2020

Today, customer experience is not just the combination of all the interactions that a customer has with a brand throughout the years, but also a balancing act where their present needs must be satisfied while also anticipating expectations of tomorrow. Each moment is an opportunity to create competitive advantage, contributing to a superior experience throughout the customer journey. it is not always clear where to make the best investments in order to improve, nor is it always clear how to measure the success of a company’s CX work.

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Topics: customer experience, customer engagement, customer service trends, returning customers, LTV, life time value, customer experience improvement

Integrated Selling Process for Customer Care

by Mkgt team | July 16, 2020

In recent months 78% of consumers have increased their online purchases to avoid exposing themselves to possible COVID-19 infections; in addition, 42% require having online attention and troubleshooting systems.

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Topics: multichannel customer engagement, online customer service, digital selling

Using Social Messaging To Improve Customer Service

by Mkgt team | June 25, 2020

Social messaging is fast becoming a core component of Customer service. In particular, the ability for Customers to quickly and easily get in touch with your business is very appealing. Through social messaging, Customers are able to have greater privacy, receive new message notifications and get even quicker responses. 

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Topics: customer engagement, social media, messaging, best practices

Video Solution for Telemedicine, Today and Tomorrow

by Mkgt team | May 14, 2020

Telemedicine, it's a quite new service, but the unexpected Covid-19 pandemic outbreak, especially in Italy, is speeding up and increase its diffusion.
Since March 2020, in fact, there have been huge transformations in the perception and digitalisation process of businesses, first of all in medical and healthcare.

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Topics: remote assistance, video remote support, healthcare

Improving Customer Experience in E-Commerce

by Mkgt team | May 14, 2020

Investing in actions to improve the consumer's shopping experience is essential for e-commerce not to be left behind. Consumers are increasingly buying online, and, with this demand, new eCommerce are appearing, and stores are moving digital.

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Topics: online customer engagement, next generation proactive support, ecommerce, best practices

Be there for your Customers, at the right time and place

by Mkgt team | March 12, 2020

The surge in online purchases and tools such as videocall platforms, as well as applications useful for carrying out many of the services or work activities online, are demonstrating in these days that new technologies are an important key and an unexpressed way with enormous potential.

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Topics: customer service, next generation customer interaction

Exceeds Millennials Expectations in Customer Experience

by Mkgt team | December 10, 2019

It’s no longer a luxury to be able to communicate with Millennials, it’s a necessity.  Considering that Millennials are those born from 1982 onwards, we have reached the point in which a large part of that generation is working, earning money, spending and banking it. So, It’s no surprise that organisations are investing large sums in catering to this age group when generating value on Social Media for their companies, all necessary means of acquiring new customers from this growing generation.

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Topics: customer service, social media, next generation customer interaction, messaging, millennials

Black Friday is Coming. Is your Customer Service Ready?

by Mkgt team | November 28, 2019

Photo by bruce mars from Pexels

Today, if we want to explain what Black Friday is with a single word we would say "discounts", because many stores and eCommerce offer big discounts on many products, allowing customers to buy at very convenient prices. But what about Customer Care in these crazy days?

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Topics: customer service, Next generation customer iteraction, self-service, millennials, new trends, ecommerce

Top 6 Customer Experience Trends for 2020

by Mkgt team | November 26, 2019

2020 is foreseen as a year where businesses will show the biggest interest in tools, technologies and services to take care of their Customers.
In a world where doing Customer service right it's increasingly easier, a good Customer service experience might not be a differentiator. Customers require value.

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Topics: next generation customer interaction, innovation, new trends

Messaging for Customer Care: No More an Option

by Mktg team | November 15, 2019

Photo by ROBIN WORRALL on Unsplash

Why use messaging apps as a channel for Customer Care? Simply because 67% of people expect to use it to talk to your business! Adding messaging channels like Whatsapp, Facebook Messenger, and Twitter, improves Customer Care because makes interactions easier, allows secure information sharing and give off a fresh image of your company.

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Topics: messaging, millenials, new trends

How to Satisfy Customer Needs Using Conversational AI for Chatbots?

by Mkgt team | November 12, 2019

Whether you run your own eCommerce platform or manage a site dedicated to cloud-based service outsourcing, presenting your stakeholders with conversational AI can be highly beneficial. Artificial intelligence (AI) algorithms in the form of chatbots have become a global mainstay, becoming an integral part of industries such as FinTech, real estate management, health, and banking to name a few.

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Topics: video chat, remote assistance, video remote support

Making the Case for Video Chat

by Mkgt team | October 29, 2019

Advancements in technology have enhanced the quality of communication tools available to companies. As a result, an ever-increasing number of brands have been exploring video chat as a tool to improve contact center operations.

Live video chat is proven to help decrease resolution time, boost customer satisfaction and drive ROI; so, let's discover more about its best application in Customer Care.

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Topics: video chat, remote assistance, video remote support

Visual Remote Support: Assist your Customers Through a Shared View

by Mkgt team | October 10, 2019

If a picture is worth a thousand words, imagine what you can do with video. 

Imagine how easy it would be to solve issues in 5 minutes, without the technician of the customer support to leave the office. Now stop imagining, it is already possible!

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Topics: customer experience, customer service, video chat, CX, remote assistance, ominichannel, video remote support

Is Digital Self-Service The Future of Banking?

by Mkgt team | October 01, 2019

In recent years, evidence points to a new rise in self-service trends that range from food ordering to Customer support and financial operations. These trends don't show any sign of slowing down and there is no use in fighting change. So, what can we do? The answer may just be in integrated Customer support platforms.

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Topics: customer service, mobile banking, traffic analysis, next generation customer interaction, self-service, digital banking, new trends

How to Handle Your Insurance Policy in The Time of a Subway Trip

by Mktg team | September 17, 2019

We are fortunate enough to be part of an age that thrives on technology, in particular, those related to the internet. Thanks to our ever-advancing technological prowess, even the most complex and demanding tasks can be done in no time at all. Whether it be figuring out our insurance policy, setting up our online banking or just carrying out everyday activities, nothing is impossible anymore! So, let’s focus on how we can carry out these actions quickly and easily with minimum disruption.

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Topics: online customer service, mobile banking, next generation customer interaction, insurance, digital banking, remote assistance

The 5 Golden Rules for a Successful ChatBot

by Mktg team | September 03, 2019

When it comes to setting up any sort of digital project, there will probably be some difficulties on the way. This is also true when attempting to implement a successful ChatBot project. You are about to discover the five must-follow rules that you should put to the test.

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Topics: chatbot, next generation customer interaction

Customer Service Collaboration: a Key Step for the Perfect CX

by Mkgt team | August 20, 2019

Today, customers can get in touch with companies' assistance center, which offer them different contact channels, like call, chat and video chat. Nevertheless, sometimes it is necessary to use something more, that allows the agent to get in deeper contact with the customer. It's here that real-time collaboration tools come into play.

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Topics: customer service, realt-time collaboration, co-browsing

Best Practices to Customer Service via Live Chat and Messaging

by Mktg team | July 30, 2019

According to a recent study, Live Chat has a 73% satisfaction rate as a way for customers to interact with businesses. Text-based channels allow for faster response times, are more scalable than phone support, and in most cases, lead to happy customers.

Read and discover the main aspects you need to know before implementing live chat on your website.

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Topics: customer service, live chat, next generation customer interaction, messaging, millennials, ominichannel

Chatbot for Customer Service: the Virtual Agents Help Operators

by Mkgt team | July 16, 2019

ChatBot technology represents an enormous potential for enhancing the Customer journey; it is increasingly widespread, and it is becoming a part of all of our digital lives. Its application is spreading into messaging platforms and it has been launched as a digital assistant by the largest technology companies.

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Topics: customer service, chatbot, virtual agent

Future Innovation Trends in Banking

by Mkgt team | July 02, 2019

Topics such as artificial intelligence and digital banking were under focus in the weeks surrounding IBM Think Summit event, held the last 26th of June here in Milan. Industry leaders and vanguard entrepreneurs made the best of it with talks and interviews, and, of course, Chatbots and integrated customer support software were on the front lines once again.

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Topics: online banking, customer service, online customer engagement, mobile banking, virtual agent, next generation customer interaction, insurance, integration, messaging, chatbots

How ChatBots can Enhance a Call Deflection Strategy

by Mktg team | June 18, 2019

Nowadays people are used to obtain whatever information they need before even asking. This is the kind of user experience we all want to receive, but the contact centers don’t always give us what we need and when we need it, which can be more than a little frustrating. 

That is where ChatBots come in! So, what exactly are these bots and how can this technology results in a call deflection for the contact center?Let’s find out!

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Topics: mobile customer support, chat automation, chatbot, chatbots

3 Successful Call Deflection Strategies for Modern Contact Centers

by Mktg team | June 04, 2019

Customer experience is constantly evolving. 

In a recent article 5 Great Ways to Deflect Calls to Self-Service Channels, Keenan Samuelson defines call deflection as “the science of re-routing a customer call to an alternative service channel”.

Call deflections are what every contact center strives for, but few know the techniques that will prove success. Below, you can discover three successful strategies to implement  call deflection in your contact center.

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Topics: call deflection strategy, contact center

How to Use the Vivocha Video Solution for Customer Interaction

by Mktg team | May 21, 2019

The future of real-time communication is already here: add a video support system to your website and mobile app, provide the most personal and meaningful communication channel and integrate the human touch to the interactions with your customers!

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Topics: customer service, video chat, vivocha features, call center, next generation customer interaction, video remote support

Customers' Expectations Grow Fast; Banking Digital Advice Even Faster!

by Mktg team | May 07, 2019

 

Customers' expectation changes every day and their demands are becoming more and more specific. Industries, like banking, have to keep up with the pace. 

Banking systems struggle to match the market requests and to anticipate customers' necessities, offering the digital service that fits better for them. 

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Topics: online banking, banking customer service